Senior Member Service Representative - Westview Branch

Company Summary MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services. MECU’s success in empowering our members to improve their financial well‑being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect, find ways to assist our members/co‑workers and help our community be a better place to live. Position Summary Under moderate supervision, act as a liaison for the credit union to maintain member loyalty by efficiently meeting the needs or requests of the member. Provide accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members. Open new accounts, resolve issues, and professionally handle members' inquiries face to face. Provide a variety of transactional services for members’ accounts on deposit and loan products. Recognize additional financial service needs of the member and promote and explain these services/products. Demonstrate exceptional member service skills and coaching to optimize the performance of staff. Serve as a resource throughout the branch network, train new Member Service Representatives, and oversee the general operation of the platform, making exceptions and overrides as required. Required Qualifications High School Diploma General education degree (GED) accepted in lieu of H.S. Diploma Minimum of 24 months of Teller & MSR experience Saturday hours Preferred Qualifications Associate’s - Business Minimum of 24 months of Financial Service experience Completed Module 1 for Lending Certification. Completed 1st year Leadership Development Program Essential Duties And Responsibilities Adhere to and/or enforce company policies and procedures as defined, staying abreast of relevant procedures, laws and regulations. Protect the interests of the organization and individual members, working with Fraud/Security to safeguard members’ assets throughout the branch network. Maintain current knowledge of all key products and services, understanding their benefits and constraints, resolving member concerns/issues, and using this knowledge to meet member needs and gain a competitive advantage. Utilize the Conversation guide effectively and have in-depth conversations with members. Communicate effectively and appropriately both orally and in writing, using good judgment to determine what to communicate, to whom, and how. Speak in a clear and credible manner, selecting the appropriate tone for the situation and audience, and listen to allow others to make their point. Handle multiple assignments and priorities while fulfilling all commitments. Accept new responsibilities, adapt to changes in procedures, and prioritize tasks to meet goals and member needs. Prioritize tasks and manage time to ensure that goals and member needs are met, planning and sticking to a schedule, preventing or managing interruptions, and providing timely follow‑up. Cross‑sell products and services based on member needs in accordance with the Credit Union's program standards. Listen more than talk, ensuring others feel heard and understood, and help them clarify their feelings and needs. Make and fulfill commitments, work independently, meet deadlines, and accept responsibility for actions, maintaining reliable attendance and punctuality. Determine members’ specific account needs during contact, work with branches and departments to resolve concerns, and consult with management for decisions on non‑standard situations. Demonstrate accuracy, neatness, and thoroughness, maintaining high performance standards while continually improving work methods and efficiency. Make timely, informed decisions that consider facts, goals, objectives, constraints, risk, and the mission of MECU, using solid logic and engaging others in proactive problem solving. Adaptably adjust duties as business needs change, under appropriate guidance from supervisor or management. Competencies Required Proficient in the lending process, including input, funding, and maintenance. Proficient written and oral communication skills. Participation in Business Development activities required. Adherence to BSA, the Privacy Act, and Elder Abuse reporting as a requirement. Assist in the lending process up to and including imputing of loans, funding, and maintenance. Compensation Salary Range per hour, depending on experience and qualifications: $21.40 - $31.04 Benefits At MECU Credit Union Medical, Dental, and Vision Coverage: Plans are available for both employees and their families. 401(k) Plan with Employer Match. Company‑Paid short‑term disability, long‑term disability, and life insurance. Tuition Assistance. Employee Assistance Program (EAP). Parking Discounts. Long‑Term Care Insurance. Time Off: Annual, sick leave, and safe leave. Join MECU and enjoy benefits that truly support you and your family. Physical Demands While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel. Must regularly lift and/or move files and equipment up to 15 pounds and occasionally lift/move up to 25 pounds. Specific vision characteristics required include close vision, adjust focus, and view a computer screen for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. MECU conducts credit, bond and background checks. #J-18808-Ljbffr MECU Credit Union